9 Tips for Online Customer Service
As a small business, it’s important to have contact with your customers. But some phone calls could easily be handled by your website and other digital channels — saving time for you and your customers. Here are some ideas for how to tweak your website to handle some routine calls.
1. Add an FAQ page
You already know which questions come up again and again. Answer them once and for all on your website by creating a frequently asked questions (FAQs) page. Update this page regularly to keep up with the latest developments and to answer timely questions.
2. Review your website navigation
Maybe you already have plenty of information on your site, but no one can find it. If you use a creative, nonstandard navigation scheme, take a look at your web analytics to see if that is preventing people from finding the information they need. Even if you use standard navigation, check your labels. Are they clear and accurate?
3. Add a video demonstration
If you’re spending a lot of time on the phone giving directions on how to use your product, a video demonstration could save time. And because nothing beats a visual demonstration, an online video will be more helpful to your customers than a phone conversation with you.
4. Offer Internet-only sales
Take a page from the airlines’ book, and offer lower prices for customers who purchase online. Or, offer online-only sales to encourage people to buy online rather than calling or visiting your store. Financially, this strategy makes sense because buying online does not use your staff resources they way an in-person or telephone sale does. And, a lower online rate helps defray the cost of shipping, which is one reason many customers prefer to shop in person.
5. Utilise your social channels
These days, people are very content to engage with a business on social media to get to the bottom of their issues. Instead of leaving an email or making a call, why not enquire on an open platform like Facebook or Twitter – you might even find your answer on a business’ profile already.
6. Display your security and encryption features prominently
Some people still prefer placing an order by telephone because of fears about online security. Help overcome this obstacle by highlighting the steps you take to safeguard their information, and make it clear that you won’t sell their information to third parties.
7. Offer email support
Display your email address more prominently than your phone number. Email is a real time-saver compared to a phone call. First, you don’t have to drop everything to answer an email. Second, you can take your time to find the answer to the questions, and you can get right to the point in your conversation with the customer.
8. Automate quotes, reservations and other functions online
If build an automated system to handle quotes, reservations, bookings or other critical functions, you can free up considerable resources for more mission-critical activities.
9. Include your business hours on your Contact Us page
If you own a retail shop or restaurant, you probably get tons of calls asking what time you open and close. Make sure your hours are displayed on your website and directory listings to help reduce these calls.
Please be aware that all of the views expressed in this Blog are purely the personal views of the authors and commentators (including those working for AIB as members of the AIB website team or in any other capacity) and are based on their personal experiences and knowledge at the time of writing.
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